Real Time Analyst

Unify CX is looking for an extraordinary Real Time Analyst to join our motivated and ambitious team.

Role: Real Time Analyst

Work Location/Setup: Philippines | On-Site

Shift Schedule: 5-day work week | Shifting Schedule | Graveyard

What Will You Do?

As the Real Time Analyst is responsible for monitoring live call center operations to ensure optimal staffing, schedule adherence, and service levels throughout the day. They track agent activity, manage skilling and breaks, respond to spikes in volume, and coordinate with operations to make real-time decisions. The RTA plays a key role in maintaining service efficiency and ensuring a smooth workflow across shifts.

• Monitor real-time call volume, agent status, and service levels
• Ensure schedule adherence and proper staffing throughout the day
• Manage skilling, breaks, and intraday schedule adjustments
• Respond to volume spikes and coordinate with O...